Product Support Manager, Payments

Google•Boulder, CO

About The Position

Google creates products and services that make the world a better place, and gTech’s role is to help bring them to life. Our teams of trusted advisors support customers globally. Our solutions are rooted in our technical skill, product expertise, and a thorough understanding of our customers’ complex needs. Whether the answer is a bespoke solution to solve a unique problem, or a new tool that can scale across Google, everything we do aims to ensure our customers benefit from the full potential of Google products. To learn more about gTech, check out our video [https://www.youtube.com/watch?v=HcjR6ZngQcw].The US base salary range for this full-time position is $114,000-$163,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process. Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits. Learn more about benefits at Google [https://careers.google.com/benefits/].

Requirements

Bachelor’s degree or equivalent practical experience.
5 years of experience in program or project management leading cross-functional global teams in a technical environment.

Nice To Haves

Experience working within Agile project management frameworks.
Experience in Stakeholder Management and Partner Management within the payments, banking, or financial technology sectors.
Experience in SQL, demonstrating how data was used to resolve technical questions or operational issues.
Experience scaling operations and leading extended workforce teams to build comprehensive playbooks.
Understanding technical playbooks and configuration files.
Excellent project management skills, with the ability to drive results with minimal guidance.

Responsibilities

Serve as the Subject Matter Expert for multiple cross-functional stakeholders, managing technical escalations and optimizing global workflows for the Payments Platform.
Identify automation opportunities and develop solutions to enhance operational efficiency and productivity across multiple time zones and product lines.
Oversee Key Performance Indicators (KPIs) and business health by leading initiatives such as Value Stream Mapping, Business Continuity Plans (BCP), and Failure Mode Effects and Criticality Analysis (FMECA) in collaboration with Scaled Operations.
Craft data-driven narratives, one-pagers, and Product Requirements Documents to influence roadmaps and communicate goals to executive stakeholders.
Partner with Engineering, Product, and external Third-Party Partners (e.g., Cards, Networks, and Processors) to manage technical post-launch operations and ensure global process consistency.